Team Lead, Product Support

• Lead, grow, and mentor Product Support Specialists, setting clear expectations for ownership, accountability, and customer focus.
• Establish team priorities, operating norms, and performance goals, and manage workload, escalation flow, and on call coverage to ensure timely and effective issue resolution.
• Act as a player/coach during complex cases and critical incidents, providing hands on guidance and modeling effective troubleshooting and communication practices.
• Coordinate day-to-day support activities across customer facing support functions to drive consistency in processes, messaging, and customer experience.

• Define, implement, and continuously improve support workflows, escalation paths, and knowledge management practices.
• Establish and monitor support metrics, analyze trends, and drive improvements to resolution time, quality, and customer satisfaction.
• Identify recurring issues and systemic gaps, and coordinate with cross functional partners to drive durable solutions and reduce repeat incidents.
• Improve support tooling, documentation, and self-service capabilities to increase efficiency and reduce reliance on engineering teams.

• Actively handle support cases alongside the team, providing hands on investigation and resolution across a range of issue types and severities.
• Serve as an escalation point for complex or high impact issues, leading deeper technical analysis and coordinating response as needed. 

• Lead coordination across customer facing support functions to ensure consistent processes, messaging, and customer experience.
• Communicate support trends, risks, and systemic issues clearly to stakeholders, enabling informed prioritization and decision making.

Required:

• 3+ years of experience in technical product support or customer facing technical roles, including hands on issue investigation and resolution.
• Demonstrated experience leading, mentoring, or guiding support team members while remaining actively engaged in day-to-day support work.
• Strong troubleshooting skills across software and hardware-based systems, with the ability to diagnose issues, identify root causes, and drive resolution.
• Experience coordinating support activities across teams to deliver a consistent and effective customer support experience.
• Ability to establish and improve support processes, metrics, and documentation to increase efficiency and reduce repeat issues.
• Clear, concise communication skills, with the ability to translate technical issues into actionable insights for diverse audiences.

Preferred:

• 5+ years of experience in technical support, service operations, or related roles with increasing responsibility.
• Experience supporting products in regulated, clinical, or healthcare adjacent environments.
• Familiarity with ITSM and issue tracking platforms such as ServiceNow and Jira.
Exposure to knowledge base management, self-service tooling, or support automation